Last updated 01-31-2020
By:
Jessica Wise
Big Mouth Survey Motivates Staff and Increases Positive Google Reviews
Case Study: Imagine Advanced Dental Arts
About Imagine Advanced Dental Arts
Imagine Advanced Dental Arts provides personalized attention, pampering amenities, and world-class cosmetic dentistry to Princeton, Trenton, and surrounding communities in central New Jersey.
Introduction
As the owner of an established and successful dental practice, Dr. Maria Rhode has long taken an interest in her patients’ thoughts and feedback.
One of the first questions the Imagine Advanced Dental Arts staff asks any new patient is, “How did you hear about us?”
A new patient typically ends up providing one of two responses: 1) Word-of-mouth 2) Online Reviews.
These particular responses reveal that a majority of new patients make an appointment after assessing the feedback of existing patients.
Opportunity for Growth
While satisfied patients wrote online reviews for Imagine Advanced Dental Arts occasionally, they weren’t submitting their feedback with enough frequency. They also failed to provide feedback on forums that would yield the most value and visibility for the business.
When patients did leave reviews, a majority of them were left on Facebook.
In order for the business to experience continued growth and to bolster its online presence, Google ratings were the type of exposure the dental practice needed to target.
Here’s why:
A recent survey of Google ranking factors revealed that the importance of reviews has increased substantially over the last several years. Google reviews now rank at 15.44% in search engine importance and #13 among 50 top ranking factors (SEO Locale).
In addition, review signals, like the ones found in a business’ Google reviews drive about 9% of Google’s entire search algorithm (Podium).
The Problem
Though the practice has a stellar reputation and no shortage of patients, over the years the business has had trouble acquiring the ever coveted Google review. Over a 10 year period, Imagine Advanced Dental Arts had only amassed a mere 55 Google reviews.
In order for customer feedback to have the biggest impact, Imagine Advanced Dental Arts had to find a way to direct willing patients to Google.
The Big Mouth Strategy
Big Mouth Survey’s team worked in conjunction with Dr. Rhode and her staff to develop a customer feedback survey kiosk solution that would increase their number of positive Google Reviews.
Custom Branding
Big Mouth Survey’s interchangeable magnetic skins permitted Dr. Rhode to design not one, but two custom looks for Imagine Advanced Dental Arts’ survey kiosk. She then strategically positioned the unit at the patient check-out and exit locations. The finalized design allowed the kiosk to become part of the business’s environment, representing the brand and presenting a look that patients would find recognizable and feel comfortable with.
User-friendly
Big Mouth Survey’s easy-to-use, patent-pending survey design was unintimidating for patients to approach and comprehend. In addition, the surveys for Imagine Advanced Dental Arts were crafted to be clear and concise. Simple and straightforward, each survey could be completed within 15 seconds.
Dynamic Questionnaire
Like all Big Mouth Survey users, Imagine Advanced Dental Arts had the power to edit its survey questions or add new survey questions at any time. This allowed them to survey patients about the possibility of new products and services ahead of time and to probe for information on what aspects of the business could be improved to incite more positive reviews.
Staff Data Dashboard
Imagine Advanced Dental Arts chose to give its entire staff access to the Big Mouth Survey results dashboard. By receiving direct access to real-time patient feedback, the employees were able to rectify any impending issues and were also motivated to continuously provide the highest level of service.
Direct Routing to Google Reviews
Big Mouth Survey’s software automatically prompted patients to review their office visit online. After they completed their survey, they were asked “Would you also like to provide a review?” Upon agreeing to provide a review, the system gave the patients the option to be texted or emailed an online review link that would direct them to Google’s review page.
Automatic Reminders
Even if patients receive a review link through text, life’s demands can often get in the way. The promise to leave a review can easily become an afterthought. That’s why Big Mouth Survey schedules reminders for a time of day when people are most likely to have free time.
The Results
In December 2019, when Imagine Advanced Dental Arts implemented Big Mouth Survey in its waiting room, Dr. Rhode and her staff noticed an immediate difference. Google review submissions quickly became as frequent as 2-5 entries per week.
“[One of the main reasons] I incorporated Big Mouth Survey into my practice was to get Google online reviews. So, I can’t say that any of the other avenues that I’ve used to get Google reviews for my practice have been nearly as successful as Big Mouth Survey,” Dr. Rhode explained.
“[One of the main reasons] I incorporated Big Mouth Survey into my practice was to get Google online reviews. So, I can’t say that any of the other avenues that I’ve used to get Google reviews for my practice have been nearly as successful as Big Mouth Survey,” Dr. Rhode explained.
Within one month, the business’s number of Google reviews skyrocketed from 55 to 85, a 54% increase!
Additional benefits included the staff’s motivation to maintain the flow of positive feedback by continuing to deliver only the highest standard of service.
“On the days that I’m not here, which I can’t be here all the time, everyone has full transparency to access the results of the Big Mouth Survey stand. So, it keeps the practice functioning properly even when I’m not here, which gives me peace of mind as a business owner,” Dr. Rhode reported.
